PMI PMP Exam Prep PMI Mile High Chapter North Area Study Group

Quality Presentation Prepared by Denise Robertson 8 March 2003

Denise Robertson Information quoted or derived from PMI, Mulcahy, and Looking Glass Development's PMP exam prep materials Page 1

Quality Definitions


Quality: conformance to requirements and fitness of use Quality Management: The processes required to ensure that the project will satisfy the needs for which it was undertaken. Philosophy: Gold plating is bad; Information quoted or derived from PMI, prevention over inspection is good Mulcahy, and Looking Glass Development's
PMP exam prep materialsInformation quoted or derived from PMI, Mulcahy, and Looking Glass Development s PMP exam prep materials Page 2

Denise Robertson

Quality Characteristics


Grade vs. Quality

 

Grade: meets spec requirements Quality: behaves as expected

   

Prevention vs. Inspection Management Responsibility Processes Customer Satisfaction

 

Keep customer informed Information quoted or derived from PMI, Mulcahy, and Looking Glass Stick to Requirements Development's

Denise Robertson

PMP exam prep materialsInformation quoted or derived from PMI, Mulcahy, and Looking Glass Development s PMP exam prep materials

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Quality Processes


Quality Planning  Quality standards and methods to meet them  Planning Quality Assurance  Improvements, audits, measurement comparisons, considering standards appropriateness  Executing Quality Control  Measuring/testing errors, measuring schedule performance, comparing results to standard Information quoted or derived from PMI, Mulcahy, and Looking Glass Development's  Controlling PMP exam prep materialsInformation quoted
or derived from PMI, Mulcahy, and Looking Glass Development s PMP exam prep materials Page 4

Denise Robertson

Quality Planning Tools

     

Standards Benchmarking (past analysis) Benefit/Cost Analysis (BCI) Flowchart (future analysis) Design of Experiments (what if?) Cost of Quality (costs of conformance & nonconformance) Fishbone Diagram (also used in QC) Information quoted or derived from PMI,
Mulcahy, and Looking Glass Development's PMP exam prep materialsInformation quoted or derived from PMI, Mulcahy, and Looking Glass Development s PMP exam prep materials Page 5

Denise Robertson

Quality Assurance Tools



Evaluation against standards on regular basis Re-evaluation of standards, methods, and procedures Quality Audit: structured review of quality activities that identifies lessons learned Information quoted or derived from PMI,
Mulcahy, and Looking Glass Development's PMP exam prep materialsInformation quoted or derived from PMI, Mulcahy, and Looking Glass Development s PMP exam prep materials Page 6

Denise Robertson

Quality Control Tools

       

Inspection Pareto Diagram Fishbone Diagram Checklists Statistical Sampling Control Charts Flow charting (also used in Quality Planning) Information quoted or derived from PMI, Mulcahy, Trend Analysis and Looking Glass Development's PMP exam prep materialsInformation quoted
or derived from PMI, Mulcahy, and Looking Glass Development s PMP exam prep materials Page 7

Denise Robertson

Quality Techniques
  

Continuous Improvement (Kaizen) Just in Time (JIT) Total Quality Management (TQM)

Denise Robertson

Information quoted or derived from PMI, Mulcahy, and Looking Glass Development's PMP exam prep materialsInformation quoted or derived from PMI, Mulcahy, and Looking Glass Development s PMP exam prep materials

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Quality Researchers
Deming
PDCA (Plan, Do, Check, Act) Poor quality: 85% Process 15% Worker Don t confuse with 80/20

Juran
TQM Total Quality Management Fitness for Use

Crosby
Quality is free

Ishikawa
Cause and Effect Fishbone Diagram (Flowchart) Design Statistics

0 defects

Conformance to requirements Information quoted or derived from PMI,

Mulcahy, and Looking Glass Development's PMP exam prep materialsInformation quoted or derived from PMI, Mulcahy, and Looking Glass Development s PMP exam prep materials

Denise Robertson

Page 9

Optimal Quality and Responsibility



Marginal Analysis


Optimal quality is reached at point where incremental value from improvement = incremental cost to secure it. Senior management is responsible for organizational quality PM has ultimate responsibility for quality of product of project Information quoted derived from PMI, Each team member isorresponsible for self Mulcahy, inspection exam and Looking Glass Development's PMP prep materialsInformation quoted
or derived from PMI, Mulcahy, and Looking Glass Development s PMP exam prep materials Page 10

Responsibility for Quality



Denise Robertson

Statistical Terms
Average Mean Median Mode Standard Deviation Value obtained by dividing the sum of a set of quantities by the number of quantities in the set (arithmetic mean) Sum of the values divided by the number of values Middle value of a set of values ordered by rank For lists, the mode is the most common (frequent) value. A list can have more than one mode. Standard deviation tells how spread out numbers are from the average, calculated by taking the square root of the arithmetic average of the squares of the deviations from the mean in a frequency distribution 3 standard deviations 6 standard deviations Development's Mulcahy, and Looking Glass
PMP exam prep materialsInformation quoted or derived from PMI, Mulcahy, and Looking Glass Development s PMP exam prep materials Information quoted or derived from PMI,

3 Sigma 6 Sigma

Denise Robertson

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Standard Deviation
  

Distance from Mean in a Normal Curve 1 standard deviation = 1 sigma (P O) / 6



PERT formula for standard deviation where P is pessimistic estimate and O is optimistic estimate
Information quoted or derived from PMI, Mulcahy, and Looking Glass Development's PMP exam prep materialsInformation quoted or derived from PMI, Mulcahy, and Looking Glass Development s PMP exam prep materials

Denise Robertson

Page 12

Sigma
Sigma represents level of quality company is trying to achieve.
At 6 sigma, only 1 out of every 10,000 units has a problem. Half the curve is below the mean on the left side with a negative value. At 3 sigma, 27 out of every 10,000 units has a problem. Half the curve is above the mean on the right side with a positive value.

-1 or +1 sigma -2 or +2 sigma -3 or +3 sigma -6 or +6 sigma

68.26% 95.46% 99.73%

Information quoted or derived from PMI, Mulcahy, and Looking99.99% Glass Development's PMP exam prep materialsInformation quoted or derived from PMI, Mulcahy, and Looking Glass Development s PMP exam prep materials

Denise Robertson

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Statistical Sampling Quality Control Chart



Graphic display of results, over time, of a process used to determine if the process is in control. To create a control chart:
  

Samples are taken Variables are measured Attributes are quoted or derived fromplotted on chart Information found and PMI,
Mulcahy, and Looking Glass Development's PMP exam prep materialsInformation quoted or derived from PMI, Mulcahy, and Looking Glass Development s PMP exam prep materials Page 14

Denise Robertson

Monitoring Project Results



Variable


Anything measured Binary value, either right or wrong Likelihood event will occur, usually expressed as % or derived from PMI, Information quoted
Mulcahy, and Looking Glass Development's PMP exam prep materialsInformation quoted or derived from PMI, Mulcahy, and Looking Glass Development s PMP exam prep materials Page 15

Attribute


Probability


Denise Robertson

Control Chart Features



Control Limits


Acceptable range of variation of a process often shown as 2 dashed lines on chart Upper and Lower Control Limits are determined by organization s sigma quality standard Contractual requirements for performance and quality Not calculated based on control chart Outside chart control limits if project can meet Information quoted or derived from PMI, Mulcahy, Inside chartexam and Looking Glass if project cannot meet control limits Development's PMP prep materialsInformation quoted
or derived from PMI, Mulcahy, and Looking Glass Development s PMP exam prep materials Page 16

Specification Limits


  

Denise Robertson

Out of Control


Out of Control


Lack of consistency or predictability in process. When data point falls outside upper or lower control limit When non-random data points are still within upper and lower control limits, such Information as RuleMulcahy, and quoted orGlass Development's of Seven derived from PMI, Looking
PMP exam prep materialsInformation quoted or derived from PMI, Mulcahy, and Looking Glass Development s PMP exam prep materials Page 17

Denise Robertson

Rule of Seven


Heuristic referring to non-random data points grouped together in a series that total 7 on one side of mean. Assignable Cause is a data point or Rule of Seven that requires investigation to determine cause of variation.
Information quoted or derived from PMI, Mulcahy, and Looking Glass Development's PMP exam prep materialsInformation quoted or derived from PMI, Mulcahy, and Looking Glass Development s PMP exam prep materials

Denise Robertson

Page 18

Cost of Quality
Cost of Conformance Prevention and Appraisal Costs Planning Training Auditing Controlling Cost of Nonconformance Failure Costs Internal

Denise Robertson

PMP exam prep materialsInformation quoted or derived from PMI, Mulcahy, and Looking Glass Development s PMP exam prep materials

Scrap (pre customer) Rework Expediting External Warranty (post customer) Service Information quoted or derived from PMI, Mulcahy, and Looking Glass Development's Recalls
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